Subbaramu N

Ø Downloading Bank Statements on a Daily Basis.

Ø Allocation of work and working with the team members to solve the issues.

Ø Applying the cash to the customer account.

Ø Interacting with the customer for Remittance and Credit Notes timely manner.

Ø Solving payment related queries.

Ø Coordinating with internal departments (Cash Collections) to make sure issues, requests and queries are addressed and resolved in a timely manner.

Ø Attending all emails received from customer for any queries, customer complaints, urgent processing of Credits, and queries from internal department.

Ø Working on the GL account (Clearing the suspense account)

Ø Working in Oracle tool R12, SAP and other applications.

Ø Preparing the monthly cash and Suspense report

Ø Processing Refunds and transfers

Ø Suggested & Implemented process improvement ideas.

Ø Managing and handling the Portfolio assigned related to the Billing activity

Ø Extraction of Daily reports and creation of billing activities file.

Ø Assignment on internal team activities such as PPER, AMR Active to the team.

Ø Internal follow ups with the team on internal assigned activities in order to achieve the monthly set targets.

Ø Strategic plans executed on team assignment and changes of roles and responsibilities within the team

Ø Creating and modifying the customer account, name and address details in the system.

Ø Ensure Client SLA & TAT are met on regular basis and Track & Monitor SLA Status.

Ø Resolve escalated customer/service issues.

Ø Responsible for work allocation within the team.

Ø Sending the daily reports to the process owners.

Ø Handling the Customer Queries through E-Mail support.

Ø Handling the branch queries with regard to Policy dispatch, Renewal of payments.

Ø Handling customer complaints and escalations -coordination with the branch operations and internal departments for resolution of customer complaints.

Ø Identifying process gaps and plugging the same in coordination with the concern process owners.

Ø Analyzing the Root cause of the complaint and providing the solution to avoid the similar type of complaints.

Ø Providing process and system related training to new joiners.

Ø Handling Customer Queries.

Ø 100% SLA Adherence with regard to AML guidelines.

Ø Follow-up of the Non Medical cases with H.O.

Ø Co-ordination with Branch Offices in understanding the new process set-up at Head Office to be followed for smooth functioning of policy dispatch.

Ø Looked after co-related processes such as illustration and sample testing of the policy

Pack that are send to the customers.

Ø Handling the branch queries with regard to Policy dispatch, Issuance, etc

Ø Complaint handling-coordination with the branch offices and internal departments.

Ø Capturing the Insured & applicant details from Applications in NBFE.

Ø Scrutinizing the Applications & Failing.

Ø Handling High Value Cases.

Ø Calling for Pending & Medicals.